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Product documentation

To access documentation for the Winter 19 release of BMC Helix Remedyforce, click the following links:

BMC Remedyforce Hybrid Upgrade/Patch Schedule

Remedyforce customers should refer to the Salesforce Trust website for any scheduled platform maintenance dates that may conflict with a Self Upgrade plan

Remedyforce Self Upgrading will upgrade and patch your ORG to the latest version available on the date that you Self Upgrade. If a patch is released after your Self Upgrade date, your ORG will be patched to the latest version on the Automatic Patch dates unless you again Self Upgrade to the latest patch release.

Remedyforce Automatic Upgrade dates only apply to ORGs running the latest major patched version of Remedyforce

For BMC Client Management on premises customers, please note that you should not apply the latest BCM patch until you upgrade to Remedyforce Winter '19. Please refer to this announcement for more details.

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Thank you for your inquiry. The Spring 15 Patch 2.1 Self Upgrade and Automatic Upgrade dates are still in process and have not yet been published. This page will be updated once they are available. If you havent already, be sure to set a watch on the page so that you are notified as soon as updates are posted.

I understand that there are separate threads with you and your Business Relationship Manager occurring around this topic, but I did want to ensure that we responded to your message here as well. Our BRM teams are quite amazing and will no doubt be able to assist you with options and detailed discussions.

Thanks for your question! Currently we have a Self Upgrade window open for Summer 15. This means that you can upgrade 24/7 according to your own schedule via the AppExchange.

Once we schedule additional maintenance (Automatic Upgrades, Self Upgrades, etc.) they will be posted on this page. For anyone that has a watch set on this page, those users will receive an email the moment that updates are posted.

I have also flagged this question to your BRM who can further guide you as needed. Have a great week!

Not having release notes available is a problem. Two weeks between sandbox self upgrade window and automatic upgrade to production without knowing what, if anything I need to test for? Way too tight even with release notes. Could you please push the automatic upgrade to production back?

Given we can self deploy to sandboxes from tomorrow, not having any form of release note presents a problem for us, even something draft with intended fixes would be a start with a caveat that this could change for production availability.

Agreed with previous commenters: we need to know what to test for if we install this on our sandbox. Also, it's silly to think that you have a patch built for us to install and you can't even describe what's in it?

Thank you for your comments. Below please find the Wiki link for the Release Notes topic that contains the information and link for the Known and Corrected Issues for BMC Remedyforce Summer 15 Patch 2 :

BMC Discovery 11.0 works with the existing Pentaho packages that are available on BMC Communities. However, there is a known issue with the Edit Mapping feature. For more information about the issue and the workaround, see Issue 79517 in the Known and corrected issues topic. The Pentaho packages on BMC Communities will be updated in one of the upcoming releases.

Paul Donders, typically it takes 2-4 weeks for the upgrade and testing in the OnDemand environment after the initial MyIT GA release, we are in the process of locking down a date and will be posting it shortly to the above schedule, thanks

Hi Sachin,
Thank you for your message. Yes, Summer 16 Patch 3 Hotfix 2 has been applied to all eligible Sandbox and Production Orgs. This is the latest version of Remedyforce that we have on customers Org.
Regards
Ajit Shukla

Hey John - Currently, there is not a specific time by pod/instance that we can provide. The push application in essence queues up the org's for upgrade (1000"s) and then the platform controls the execution order and timing. This is done to manage performance. What we can specify is that we start the push process at midnight Eastern US time on the date (so for NA38 at 12:00am on March 24th) and the entire batch is complete usually within 10-18 hours. We are working on our own and with Salesforce on enhancements to the push process so that we can in the future provide more clarity on upgrade timing.

We do not have any mechanism to identify a specific upgrade time by individual org. The push application in essence queues up the org's for upgrade (1000"s) and then the platform controls the execution order and timing. This is done to manage performance. What we can specify is that we start the push process at midnight Eastern US time on the date (so for NA7 and NA30 at 12:00am on March 24th) and the entire batch is complete usually within 10-18 hours. We are working on our own and with Salesforce on enhancements to the push process so that we can in the future provide more clarity on upgrade timing.

Will there be an "outage" during the upgrade? What will our users experience? If there is an outage, will our users see a message when they try to log in?

We are getting a lot of questions and I don't see answers on this page or others related to the upgrade. There is a chance this will be pushed to us during business hours, I need to know the impact to our IT staff and customers.

We ended up self-upgrading on March 18th, which is outside business hours rather than waiting for the auto-upgrade by BMC on March 24th. It took about 30 minutes to receive the confirmation e-mails from BMC and Salesforce and another 30 minutes to verify.

Hi Lisa - Your BRM is going to reach out and answer any questions you have on our upgrade process, but to answer here as well - Upgrades (releases or patches) do not require any downtime or outage from the system. Your users will not see any message and can continue to work within the application during the upgrade.

Thank you for your message. Appexchange suppose to be updated with Patch 3 by now and you should be able to self upgrade to Winter 17 Patch 3. Can you try again and let us know if you still see Winter 17 Patch 2/201701.51.58 ?

Hey John - Unfortunately no. We had to early announce and move up the schedule to ensure we don't conflict with the platform upgrade dates in Sept. We have to ensure to test and provide fixes on the latest release which means we we need to have production org's upgraded prior to Sept 8th (which is when Winter '18 platform upgrades start).

Thanks Jason. Understood. All due respect though, does not feel very customer centric. In order to accommodate Salesforce's requirements BMC is placing all of the burden on it's Remedyforce customers to squeeze our schedules.

Hi John - Sorry for any inconvenience this causes. Just to clarify a bit, we are not doing this to accommodate a schedule. We are doing this to ensure that any platform introduced issues are proactively addressed. If we decided to wait we would be putting the burden on all customers to self upgrade production should they encounter issues after the platform upgrade. The mass majority of our customers take the release via the push process. For the customers that self upgrade, we early announced the release timing and schedule on July 14th, our intention was to give customers enough notice to address their change schedule requirements. Again, apologies for any issues caused.

Hi Vijay - Thanks for sharing the feedback...I will discuss this with our operations team to see how we reduce the confusion and make it easier to cross reference the release schedule with release notes.

They are referencing Summer '17 Patch 1. We do not update the release calendar until the patch is released and ready for self upgrade (via AppExchange). Once it is released for self upgrade option, we also release the release notes for the patch and calendar timing for auto-upgrades to Sandboxes and Production orgs. Hope that helps.

If you go the Release Notes and Notices page and then click on the link for this patch that is on the left hand side you will get to the information. The link you are trying to use isn't working for me either but the link on the left hand side did.

I am trying to upgrade our production environment to patch 1 this afternoon but am ending up at an AppExchnage Trial page after selecting, "I am a Remedyforce Customer and I want to install the latest version." See link below. I can not get past this.

BMC Support has confirmed that the Salesforce App Exchange is not directing to the correct page. They are currently working to correct this and will let me know once this has been corrected. I will post an update here at that time.

Defect 83243 - Service Request form in Self Service 3.0: SR form window remained active/open rather than disappear upon clicking submit. The user could end up creating multiple service requests. Issue resolved.

We are having an issue self installing the hotfix on our Sandbox (UAT). UAT is currently at Summer 17 (Version 201702.68) as it was refreshed with our Production environment prior to the Hotfix being applied. The hotfix did not auto apply assuming due to Patch 1 not being on UAT. We asked our internal Salesforce team to install Patch 1 Hotfix 1 using the link suggested above. They are getting to a point where it is installing it says it will email when complete but it never completes and no email sent. We have tried several times. Is there a method to get the hotfix installed from Summer 17. Do we need to install Summer 17 patch 1 first and if so how do we find the package?

It looks like from the schedule that the sandbox and production are being auto-updated on the same date. if it was a mistake and prod is being updated on 12/30, can I request in the future maybe having more than one day to test the updates in the sandbox before it is pushed automatically to our production systems (on a weekend)?

Yes, Winter 18 is tentatively planned to be released on Feb 12th, 2018. If we are able to release WI 18 on Feb 12th, 2018 then Sandbox upgrade will happen on March 2nd, 2018 and Production upgrade will be performed on March 30th, 2018.

Checking the App Exchange today to perform a self install and the version listed is still Emergency patch 1? The patch 1 is listed in the release schedule as being available from the 26th, is this available elsewhere?

What is, if any, the differences between Winter 18 Emergency Patch 1 (201801.58.5) and Winter 18 Patch 1 (201801.58.15) ? And is the automatic push going to move our org from Emergency Patch to Patch 1 if no action is taken on my part?

Thank you for your message. Yes, Automatic push will upgrade your Remedyforce package from Emergency Patch to Winter 18 Patch 1.There were few defects that was fixed in Winter 18 Patch 1, for more details on that please contact your Business Relationship Manager.

We were planning on a Self Upgrade to Winter '18 Patch 3 on 7/12/18 but now Summer 18 is available instead. Is there a link where we can install Patch 3 or will we have to let the automated push happen? We prefer Self upgrade since we choose the time of day.

BMC Helix Remedyforce is the new official name for the Remedyforce solution. We are in the process of making these updates in the product and on the various product sites.

Please note, "BMC Helix" represents BMC Cloud-based offerings. You will see "BMC Helix" on several other BMC solutions. In many cases, the primary name (ex. Remedyforce) remains the same. More details will follow for each solution as they incorporate the "BMC Helix" brand name.